Embed Size (px)
Citation preview
Newtown Neighbourhood Centre1 Bedford St, Newtown 2042
(02) 9564 7333
Your House, Their Home.
A Day to Day Guide for Managing a Boarding House in NSW
CONTENTS
1. Introduction 42. Boarding Houses Defined 53. Boarding House Operations
NSW Boarding Houses Act 2012 7 Registration 7 Occupancy Agreements 8 Fire Safety 9 Role and Power of Local Councils 9 Incentives for Boarding House Owners and Developers 11 NSW Civil & Administrative Tribunal (NCAT) 134. Managing a Boarding House 145. Supporting Your Residents 196. Handling Disputes 247. Notes 26
Your House, Their Home.
A Day to Day Guide for Managing a Boarding House in NSW
Throughout NSW there is a strong need for a range of affordable housing options amongst the community. This is reflected in figures which show there were over 47,000 people on waiting lists for social housing in 2010.
It is essential that government at all levels, private industry and the non-government sector work in partnership towards finding innovative ways to provide more affordable housing.
Newtown Neighbourhood Centre’s Boarding House Services team works with all levels of government, residents and operators of boarding houses in Sydney’s Inner West, countless service providers and the wider community to create better housing outcomes for all its stakeholders.
DisclaimerWhile every reasonable effort has been made to ensure this document is correct at the time of publication, Newtown Neighbourhood Centre disclaims any and all liability to any person in respect of anything or the consequences of anything done or omitted to be done in reliance upon the whole or any part of this document.
4 5
This guidebook is aimed at Operators of ‘General’ Boarding Houses in NSW. It is intended to help improve day to day boarding house operations by highlighting legal (and social) obligations. It also highlights examples of good practice.
This information has been sourced from existing websites and publications including: The Boarding Houses Act 2012, NSW Fair Trading, NSW Civil & Administrative Tribunal (NCAT), Registered Accommodation Association of Victoria’s 2013 publication, ‘Running a Better Rooming House’, NSW Government’s circular ‘Boarding Houses Act 2012 -Guide for Councils June 2013’,Housing NSW website, NSW Government website, NSW Fire & Rescue website, Office of State Revenue website and some stakeholders from Newtown Neighbourhood Centre’s Boarding House Outreach Project.
The information herein is not intended to be used as legal advice.
We would like to thank the 10 boarding house operators in Sydney’s Inner West for their contributions to this publication, which are based on real experiences of operating boarding houses in Sydney.
The benefits of having best practise in your boarding house include:• Improving the health and well-being of your residents• Improving the quality, safety and longevity of your property• Positive cost benefits• Setting you apart from the boarding house operators who do not use
best practise principles
Boarding Houses (or rooming houses) are a form of accommodation where the rent (or occupancy fee) is collected for the use of a single room. All other facilities, kitchen, bathroom and toilet are usually shared.
Until 2012 residents in boarding houses in NSW had few rights or security of tenure. The Boarding Houses Act 2012 (The Act) introduced some basic rights including the occupancy principles (outlined on page 8), recourse to NSW Civil & Administrative Tribunal (NCAT) to resolve disputes between operators and residents, and the requirement for certain boarding houses to be registered.
In NSW, The Act uses the following definitions:• A general boarding house is a premises that provide beds, for a fee
or reward, for use by 5 or more residents (not counting any residents who are proprietors or managers of the premises or relatives of the proprietors or managers).
• An assisted boarding house accommodaes two or more persons with additional needs. A person with additional needs is someone who has an age related frailty; a mental illness and/or an intellectual, psychiatric, sensory or physical disability. In addition, these residents need support or supervision with daily tasks and personal care such as showering, preparing meals or managing medication. Assisted boarding houses are regulated by Ageing Disability and Home Care (ADHC) and are not the focus of this document.
• Boarding House Operators (proprietors) can be individuals, real estate agents, private companies or small businesses. Non-government organisations or community housing providers may also manage boarding houses. Operators may live on site or have a caretaker or manager to collect rent and manage jobs such as property maintenance or cleaning communal areas. The Act states that boarding houses need to be registered with NSW Fair Trading, and that operators should provide their residents with written occupancy agreements prior to moving in.
1. Introduction 2. Boarding houses defined
6 7
3. Boarding house operations
NSW Government’s Boarding Houses Act 2012 In May 2012, the NSW State Government announced significant reform to the boarding house sector. The Boarding Houses Act 2012 (the Act) aims to improve the standards of registered boarding houses by:• establishing a publicly available register of registrable boarding houses in NSW • introducing occupancy rights for people living in boarding houses • modernising the laws that apply to boarding houses accommodating people
with additional needs
The full text of the Boarding Houses Act 2012 and the Boarding House Regulations 2013 can be viewed or downloaded from the NSW Legislation website. www.legislation.nsw.gov.au
Registration ‘General’ and ‘assisted’ boarding houses must be registered with NSW Fair Trading.New boarding houses must register within 28 days of commencing operations.
Operators who do not register can be subject to fines. Check with your local council for their fees and fines schedule.
To register your boarding house:1. Complete a Boarding house registration form which can be downloaded
from the NSW Fair Trading website (see address below)2. Forward it to the address on the form along with the registration fee
The details on the form will be recorded on the Boarding House Register. However, only the following information is made publicly available online:• The trading name and address of the boarding house• Name of proprietor• Class of boarding house (general or assisted)• Website (if provided) Fair Trading will provide information directly to councils about registered boarding houses in their area.
The Boarding House Register can be found on the NSW Fair Trading website: www.fairtrading.com.au
“We are business people so we’re not trying to get rid of residents. We do want the rooms to be filled. The only reason people are ever asked to leave is that they are not operating in the house as asked to in the beginning. This is why the new laws are good. They encourage operators to be very clear about their expectations from the start of the occupancy.”Boarding House Operator, Marrickville, Sydney
• Boarding House Residents are those paying for accommodation in a registrable boarding house as defined above. They are sometimes called occupants, boarders or lodgers. Since 1st October 2012, residents of boarding houses can enforce their rights at the Tribunal under the occupancy principles contained in The Act.
8 9
Occupancy Agreements An occupancy agreement is a contract between the operator and the boarding house resident that outlines the terms and conditions of the occupancy.The Act requires operators to enter into a written occupancy agreement with each resident. Even if there is no written agreement, the occupancy principles still apply and can be enforced by the resident through NSW Civil & Administrative Tribunal (NCAT) – formerly known as the Consumer, Trader and Tenancy Tribunal (CTTT).
A Standard Occupancy Agreement developed for boarding house operators and residents can be found on NSW Fair Trading website. Use of this agreement is not mandatory, which means you can develop your own agreement. From 1 October 2013, the occupancy principles automatically became part of all occupancy agreements in registrable boarding houses, whether the principles are written in the agreement or not. All terms in the occupancy agreements must be consistent with the occupancy principles which are as follows:
Occupancy principlesThe occupancy principles are a set of basic rights and responsibilities for residents of boarding houses as stated in the Act.
Before residents move into your property they will have a right to:• have a written occupancy agreement, signed by the operator and the resident.• be informed of how much the occupancy fee will be.• know whether they will be charged for utilities such as gas, electricity or water.
The amount charged for these utilities must be based on the cost of providing the utility and a reasonable measure or estimate of how much they have used.
• be informed of the house rules.• be advised if they have to pay a security deposit and how much it will be. It
cannot be more than the equivalent of 2 weeks occupancy fee.• know how and why the occupancy agreement can be terminated, including how
much notice will be given.
While they live at your property, residents have a right to:• live in a house that is reasonably clean and secure, and in a reasonable state of
repair.• have quiet enjoyment of the place they live in.• be given receipts for any money they pay to the proprietor or manager of the
boarding house.• be given 4 weeks written notice of any increase in the occupancy fee.• have any charges for utilities limited to the cost of providing the utility based
on a reasonable estimate or measure of their usage.• not to be ‘fined’ for a breach of the occupancy agreement and house rules. If
they breach the agreement or the house rules they can be asked to leave.• try to resolve any disputes they have with the boarding house proprietor or
manager. They can apply to NCAT for help if you or they cannot resolve the dispute.
• give reasonable access to their room for inspections or repairs and be given written notice, except in an emergency.
When residents move out they have a right to:• have their deposit refunded within 14 days of moving out minus any deductions
allowed under the Boarding Houses Act. These include unpaid rent, the reasonable cost of repairs for damage caused by them or their guests, the reasonable cost of cleaning areas they occupied and didn’t leave reasonably clean, and the cost of replacing locks they removed or added without permission.
• be given reasonable written notice of eviction. In deciding how much notice to give them, the boarding house proprietor or manager can take into account the safety of other people living or working there.
If there is a dispute with an resident about the occupancy principles, operators can make an application to the NSW Civil & Administrative Tribunal (NCAT). The Tribunal can make orders on a range of matters, including, in cases where there is only a verbal agreement, an order that a proprietor enter into a written agreement with a resident.
Fire Safety Most properties are lost or damaged from fires that start from inside the building. There are many ways in which fires can accidentally start inside including cooking, heaters, fireplaces, electric blankets, faulty electrics and more. With proper care these common causes of fires can be avoided or reduced. More importantly, your carefully considered fire plan could save lives.
Boarding houses, like group homes, have more stringent fire safety conditions imposed on them than standard residential style accommodation. The size of the boarding house, layout and number of rooms or storeys will decide which Class of building it is according to the Building Codes of Australia and the specific fire safety compliance that is required.
Local council is the regulatory authority for fire safety, so contact them for instructions or concerns you have about fire safety in your premises. See ‘The Role and Powers of Local Council’ regarding building inspections below.
Get advice and excellent resources for your fire safety plan from NSW Fire & Rescue www.fire.nsw.gov.au Ph. 02 9265 2999
The Role & Powers of Local Councils The Act provides councils with new powers to gain access to boarding houses in order to conduct inspections and to ensure the premises comply with the council’s own policies and relevant laws such as the Local Government Act 1993 (LGA) and the Environmental Planning and Assessment Act 1979 (EPAA).
10 11
Initial compliance inspectionsThe local council must conduct an “initial compliance investigation” of a boarding house within 12 months of its registration being recorded on the Boarding Houses Register, unless the premises had been inspected by the council in the 12 months prior to the date of the registration.
The purpose of the investigation is to check for compliance with planning, building and fire safety requirements, and shared accommodation standards under the Environmental Planning and Assessment Act 1979 (EPPA), Local Government Act 1993, the Public Health Act 1991, and all associated regulations.
Councils develop their own policies and programs for boarding house inspections.
This may include a consideration of issues such as: • Permitted use of the property / consent conditions (EPAA, council’s Local
Environment Plan (LEP) & Development Control Plan (DCP), history of the property)
• Fire safety provisions and structural capacity - need to be appropriate for property’s use as a boarding house (EPAA, EPA Regulation, Building Code of Australia)
• Light and ventilation (LG Reg) • Kitchen facilities (LG Reg) • General cleanliness (LG Reg) • Furniture and fittings (LG Reg) • Beds, mattresses, linen, curtains/blinds (LG Reg) • Vermin (Public Health Reg) • Minimum room size of 5.5 square metres per person (Public Health Reg) • Food preparation – if the boarding house provides meals
Councils are permitted to charge a fee for the inspection. Check with your local government authority as fees and council policies in relation to boarding houses may vary from area to area.
The Local Government Directory provides contact details for all councils in NSW. Contact your Local Authority for specifics about Boarding House compliance in your LGA.
www.dlg.nsw.gov.au
Fair Trading also has a guide for local councils which can help operators understand what council is allowed to do.On the Fair Trading website, search for “Boarding Houses Guide for Councils”.
Powers of Entry for the initial compliance investigation The council must give the operator prior written notice of their intention to enter the premises. However immediate entry is permitted if the operator consents or entry is required because of serious risks. Council officers must carry a written authority to enter issued under The Act. A council officer may enter the boarding house premises at any reasonable daytime hour. In exceptional circumstances, the use of reasonable force to gain entry can be authorised by the council and council should inform the operator if force is used (similar to s 118D and s118E of EPAA). Council can be liable for compensation for damage caused by a council officer entering premises. During the initial compliance investigation, the council officer has broad powers to inspect premises and any object on the premises (powers are modelled on s 118B of EPAA).
Development Applications (DAs)Every boarding house should have the correct DA approval. If you are unsure, check with your Local Council for area-specific Development Control Plan requirements. NB: If a boarding house is registrable (ie meets the definition of a general or assisted boarding house in the Act) the proprietor is legally required to register, whether the boarding house has DA approval or not. Boarding houses should not be operating at all without DA approval, but if they are, they are still legally obliged to register with Fair Trading.
Incentives for Boarding House Operators and Developers The Centre for Affordable Housing (Housing NSW) provides funding streams for boarding house operators and developers.
Search the Housing NSW website for the latest ‘affordable housing’ information.www.housing.nsw.gov.au
Housing NSW’s Boarding House Financial Assistance ProgramThe Centre for Affordable Housing (Housing NSW) provides funding to assist Boarding house operators and developers. Grants for the construction of new boarding house accomodation may be available. Contact the Centre directly for more information.
12 13
Funding is also available under the Fire Safety Program. The Centre provides grants of up to $50,000 to help owners or operators undertake essential fire safety works. These grants improve fire safety for boarding house residents and help retain boarding houses that provide long term, low cost housing.For updated information about grants, eligibility, applications and payments contact:The Centre for Affordable Housing (Housing NSW)Ph: 02 8753 8181 Email: [email protected]
Land Tax Exemptions The NSW Office of State Revenue offers land tax exemptions for boarding houses that meet certain criteria including rental/tariff levels that are below a specified level.
On average it is estimated that the land tax exemption saves operators $7,947 per boarding house property per annum.
To find out about the potential availability of a land tax, then operators should contact the Office of State Revenue directly. On the website the criteria are found under ‘Revenue Rulings – Land Tax- Boarding Houses/Low Cost Accommodation’. Application forms and instructions are available online or by phoning OSR directly.Ph: 02 9689 6200 www.osr.nsw.gov.au
State Environmental Planning Policy (Affordable Rental Housing) 2009 SEPPThe SEPP was introduced on 31st July 2009 to increase the supply and diversity of affordable rental and social housing throughout NSW.It helps to create new generation boarding house accommodation by;• Providing floor space incentives to encourage investment in new boarding
houses.• Setting clear standards for the design and construction of new generation
boarding houses
The realisation of the SEPP incentive is dependent on development applications being approved by local councils or proponents of new boarding houses seeking approval through the Land and Environment Court in cases where councils are not supportive of premises that meet the SEPP requirements.For eligibility & the latest information relating to SEPP, please visit; www.planning.nsw.gov.au/affordablehousing
14 15
The Role of a Manager A manager may be on site or visit the boarding house regularly. A manager can:• have more direct communication with residents and help resolve problems
sooner• help residents feel safer and more secure• help minimise damage to the building• ensure maintenance works are carried out quickly and maintain hygiene
standards • help enforece the house rules• help build good relationships with neighbours• represent you at NCAT if required
Qualifications & Experience Although there are no legal obligations to employ a manager with qualifications, it is advisable to consider the following points when hiring a suitable manager for your boarding house. • The owner/operator (not the manager) is legally responsible for the property
and those residing in it. You should ensure that the manager is appropriately skilled and experienced to represent you in communicating successfully with a variety of residents, problem solving, property maintenance, cashflow etc
• Have they had a Criminal Records Check?• Have they had a Working with Children’s Check?• Have they got a current medical certificate?
A ‘Lead Resident’? Positives & Negatives A ‘Lead Resident’ would be someone you nominate who is reliable and easily contactable, and resides in your property. They may be assigned tasks to ensure the smooth running of the premises.
4. Managing a boarding house
Eg. One operator noted that while it is important to be clear about the house rules, it can be very off putting to residents to overwhelm them with too many when they first arrive. She said that she now stresses the importance of the rules on arrival and asks the resident to read them in the next day or two. She then revisits the resident a day or two later to see if they have any questions. This helps the new resident to feel more welcome and also gives them time to read through the rules more thoroughly.
NSW Civil & Administrative Tribunal (NCAT) Note: NCAT was formerly known as the Consumer Trader & Tenancy Tribunal (CTTT) Operators and residents should attempt to resolve any disputes informally and to the satisfaction of both parties, before applying to NCAT.
How it worksNCAT can resolve a wide range of disputes between residents and operators of registrable boarding houses. Boarding house disputes may relate to matters such as:• state or safety of the premises• security deposits• inspections and repairs• access to goods or facilities• notices of eviction or the right to occupy
Under the the Act, NCAT some of the orders NCAT can make are:• An order to stop any action that breaches the occupancy principles• Orders around eviction• Orders regarding possession of rooms• An order that requires an action in performance of the occupancy principles• An order for compensation• An order for payment or part payment of the occupancy fee to the tribunal until
the dispute is resolved• That the proprietor enter into a written occupancy agreement
Applying to the TribunalFor application forms, a fee schedule and further information use the contact details below:
Urgent ApplicationsIf your dispute is about an urgent issue, such as threats to violence to persons or property, you can request an urgent hearing. Clearly mark the form ‘URGENT’ and attach a letter explaining why your matter is urgent. For further information of all processes relating to an application, please contact; www.ncat.nsw.gov.au Ph 1300 006 228
A house manager really needs to have good support. Sometimes the manager needs managing... I speak to my manager almost every day.” Boarding house Operator, Burwood“
16 17
Positives• The right character could help to create a positive (and safe)atmosphere in the
house• It may reduce the need for the owner or operator to always be at the property• Quicker resolution of disputes between residents• They have experienced living at the premises already, so have an understanding
of the needs of the residents and the day to day management of the house
Negatives• They have no power to enforce the house rules• It could create unequal hierarchy in the boarding house, causing friction with
other residents
Children in Boarding Houses If you provide residential accommodation to a person who you reasonably believe to be a child aged under 16 years living away from home without parental permission, you must immediately inform Community Services. Call the Child Protection Helpline on 132 111 to make a report. For more information, go to the Department of Family and Community Services website.
Having children in a boarding house, or even visiting residents in your boarding house is not advisable, as supervision is very difficult in this communal living environment.
If there are children, you need to ensure that the physical environment is safe and the mix of residents does not pose any risk.
Your manager or lead resident should ideally have a Working with Children’s Check but this is not yet a legal requirement.
How to find residentsYou may find residents through advertising in a newspaper or on the internet, through real estate agents or by word of mouth referrals.
Another way to find residents is to develop relationships/contacts with community or housing organisations whose clients need accessible and affordable accommodation. These residents may have additional support from caseworkers or social workers, which can be an advantage to you in supporting your resident’s needs if any issues arise.
House Rules It is common for boarding houses to have house rules. House rules are additional to the terms of the occupancy agreement.
The house rules cannot be inconsistent with the occupancy principles. For example, the house rules cannot say that you must pay the equivalent of 4 weeks occupancy fee for your security deposit because this conflicts with the occupancy principles.
Some BH operators choose to have a set of house rules, that all residents should follow. There is no legal obligation to have house rules, although having them has many benefits, such as:• Giving operators and residents clear guidance on how the boarding house
operates• For use in NCAT hearings
House rules should be concise, and easy to read. They should be reasonable and developed with the needs of different residents and types of properties in mind (eg. aged residents, residents with a disability, students, women etc)The house rules should be agreed by operators and residents prior to the resident moving in and might include:• A summary of residents’ legal rights• Rent payment dates or requirements• Housekeeping requirements and providing health and well being to residents
(garbage disposal, communal living areas)• Policies regarding alcohol, illegal drugs, smoking areas, illegal activities• Peace and quiet, abusive language, excessive noise, parties and other anti-
social behaviour• Damage to property• Pets• Frequency of room inspections, cleanliness of rooms• Keeping costs down (electricity/water etc)• Visiting times and guests • Mail management• Contact details for emergencies.
Managing maintenance costs Good maintenance practices will help you financially in the long term. Fix something before it becomes a major job, as a well-maintained property attracts residents and helps to keep them there longer.
Eg. One operator paints her property every 3-5 years on the inside and every 10 years on the outside. She also keeps the grounds and gardens in good condition. She says the benefits of maintaining high standards include:• Maintenance costs do not blow out unexpectedly• Happy residents who stay at the property longer• Easier to let vacant rooms
Reducing energy and labour costsReducing your energy and labour costs will help your profitability. Reduce these costs by:• Minimising energy and water consumption • Shopping around for good utility prices
18 19
• Installing solar heating and water heating • Doing your own cleaning and vacuuming• Evaluating the best fire alarm system
Installing energy efficient light bulbs reduces electricity costs substantially. You can also install time switches on lights in common areas, which give sufficient time for security and use of that area. You will soon recover your costs of installing time switches through lower electricity use.
Implementing Good PracticeRent RisesWhile inflation cannot be ignored, there are good reasons why operators should try to minimise rising costs:• Boarding houses are one of the few ‘affordable’ and ‘accessible’ forms of
accommodation for people on low incomes or those with a limited rental history. Without this option, some residents would be at a higher risk of homelessness
• Keeping your rooms affordable should ensure that rooms are seldom vacant
Operators are now required by law to give residents 4 weeks notice of any rent rises. This gives them time to organise alternate accommodation if they can’t afford the new prices.
Visitor ManagementIt is up to the Operator/Manager to manage the flow of visitors through the boarding house. Residents should feel secure that no unauthorised people are coming in and out of the house and agree to the house visitor rules prior to moving in.
Rules such as these have been used successfully in some boarding houses:• Visitors hours from x-z• Residents must sign in any visitors• Visitors cannot enter the building without a resident• Any non-resident found to be in the building unaccompanied should be asked to leave
immediately• The front door should be locked by 9pm and only residents are permitted entry after then
Eg. One operator meets with his residents yearly and outlines the reasons for increasing the rent. He tables the electricity, gas, bank charges, insurance, council charges and other fees and how they have increased over previous bills. He then adds all costs and divides them by the number of rooms to show the impact per resident. This helps residents to understand and accept any increases.
When a resident leaves Once the resident has given their notice, arrange to have a room inspection, on the day of departure. If no damage has been sustained and the resident has fulfilled their obligations as per their signed occupancy agreement, then arrange for the full amount of any money to be transferred back to them. This should be finalised on or before they day of departure.
Arrange to prepare the room as quickly as possible for the next resident.
Remember that under the Act you are legally required to offer ‘reasonable and safe’ living arrangements, so check that all repairs are done and cleaning is completed to an acceptable and reasonable standard prior to renting the room again.
20 21
Unless you are interested in people and dealing with people there is no point in operating a boarding house. It works best when you stay objective and not get too personal – and if you know the services around, you can help out and refer residents according to their needs”
Boarding House Operator, Ashfield, Sydney
While it is not your responsibility to cater to all of your resident’s needs, having some knowledge about local services and supports will be of great benefit, should any issues arise during their occupancy.
Interviewing residentsBefore a new resident moves into your boarding house, it’s a good idea to get to know a little about them, and consider how they will fit in with your current residents. You will need to get them to sign an occupancy agreement, so this is a good way to start a discussion. You may also have house rules that should be discussed prior to the resident signing an occupancy agreement.
The more information a resident understands prior to moving in will give them the best chance of having a successful occupancy in your boarding house. Things you could discuss in the interview are:• Have they lived in a boarding house with communal facilities before? If not you
will need to explain how this works• Do they have a reference from a past landlord, or a support worker • Try to identify complex issues such as alcohol use, and think about the supports
you could put in place, particularly linking them with local services
Welcoming residentsA caring attitude towards the safety and well being of your residents will help to maintain the long-term success of your boarding house. Safe and happy residents are more likely to stay longer, and pay their rent on time.
Along with an occupancy agreement and the house rules, some boarding houses supply new residents with a ‘welcome pack’. This helps them learn the rules, their rights and obligations as well as giving them information about the local area/services.
“5. Supporting your residents
Other information could include:• Local maps • Public transport timetables• Local council and community services information• List of charities or cheap places for meals/shopping• Lists of emergency numbers
How you can help your residents You may find that some of your residents are disadvantaged due to health, financial or addiction issues. Without adequate support, these factors can have an adverse affect on the occupancy of this resident, and others in the house.
Not everyone feels confident to contact services for support. Some may have difficultly reading information or may get confused with dates, times and locations.
As an operator you can:
• Know which community and welfare services are available in your area. Make contact with these agencies to find out how they can help people with different needs. Refer to ‘developing relationships with services’ below.
• Find out whether the resident has a worker who helps them, and if so, get the resident’s permission to call the worker. These workers could be a case manager, caseworker, social worker or support worker who provide outreach support, and should be able to come to your area.
• Make a referral to any health and community service with the resident’s permission. These services have an intake system and can refer you to a suitable service if they cannot help you. If an appointment is made, write down the details and give them to the resident. Ask the service whether transport can be arranged if it is needed.
Understanding residents’ needs (issues affecting them)The following subheadings are all challenges that your residents may face. • Poor Physical or Mental Health• Age & Disability• Low income• Drugs & Alcohol (substance misuse) • Hoarding • Social Isolation
There are organisations and services where you can find help or refer your residents. Your local council or Community Centre will have contacts for local support services.
22 23
Eg. If you are concerned about any of your residents it makes sense to call a third party in to help support them with the issue, to minimise personal involvement with them. Newtown Neighbourhood Centre provides an outreach service in which their staff can attend the boarding house (with operator’s permission), invite the residents to a morning tea in the house, and let them know of the local support services that are available to them. This outreach point makes it easier for residents to access support themselves, without the operator needing to intervene. Some community centres or charities also offer a brokerage service providing financial aid to residents should they struggle with rental payments or deposits.
Students local or international Many boarding houses attract international students, whose needs are often different from local students. Consider the following points if you are housing these students:• distance from family and friends and their educational institution• language and cultural barriers
How to develop relationships with servicesGetting to know your local health and community support services helps to build good relationships that you can use if issues arise with residents. You can:• Contact your local council or community centre for a list of local support service
organisations, or call the national numbers listed in section 7 • Invite local community and health services to your boarding house to explain
their services to residents. Some services provide barbeques or other food as a social way of meeting the residents and linking them to services.
• Provide an area where residents and workers can meet if possible• Put up contact details of local services on a communal notice board• Ask community or local government services if there are service provider
networks you can attend to find out about services, meet staff and raise issues.
Eg. Through developing a close working relationship with the local Neighbourhood Centre and their housing services caseworkers, one operator currently has no trouble getting residents referred to their rooms when they become available.The Centre is also able to assist some residents financially as well as linking them with other services as required, thus reducing stress for the operator.
Getting a good mix of residentsIt is important to have the right mix of residents to help maintain a positive atmosphere in the boarding house. Residents will come from various social and cultural backgrounds so becoming familiar with their particular needs and trying to support them will be beneficial for your operations and for the comfort of other residents.
Consider whether it’s a good idea to mix single men in the same house as a family, young people or women, especially where bathroom facilities are likely to be shared.
24 25
Handling a dispute with an residentIf you have a problem with a resident, try to resolve it quickly. The longer a dispute goes on without being settled the more likelihood that other residents will become involved.
Good practice for handling disputes includes:• Not becoming personally involved• Listening carefully to the resident’s complaint• Identifying and calling upon any independent witnesses to a dispute• Taking action in accordance with the house rules and legislation• Rescheduling the meeting to the next day if the resident is affected by drugs or
alcohol• Having original paperwork with reasonable and enforceable house rules• Attempting mediation through NCAT only if other resolution strategies are not
successful Handling a dispute between residentsFollow the points above, and also:• Be fair to both parties- Do not take sides • Understand the problem and restate the problem so both sides understand
clearly• Come up with several options and let the parties decide on a solution
In any kind of dispute you should:• Be calm, diplomatic and never speak down to residents• Remember that residents do have rights under The Act• Be aware that if you are aggressive to residents, they often become aggressive
in return • Not allow residents to behave in a threatening manner. If they do, make it clear
that you will continue the conversation only without foul language or screaming• Call the police if the situation becomes too difficult to control
6. Handling disputesDealing with aggressionEvery person has a right to protect themselves and you should contact the police immediately if:• A criminal offence occurs to you or any resident, or is about to occur or• If aggressive behaviour is too difficult to handle
Here are some tips from the Police for handling aggressive behaviour:• Learn techniques of self control• Focus on the problem not on the aggressive behaviour• Speak clearly and be assertive• Main eye contact• Continually assess the situation (is it escalating?)• Recognise the potential for danger early• Check your own stance (body language)• Call for help or activate an alarm
Getting along with neighboursNeighbours often have a poor impression of boarding houses and residents, which can be improved in the following ways• Maintaining the exterior appearance of the building• Including your neighbours in the operation of the rooming house eg. by
providing them with a copy of the house rules• Giving them your mobile phone contact so that if residents are causing
problems, they can call you and know that something will be done• Banning excessive noise, littering or loitering by residents • Include an explanation for new residents why it is important to respect
neighbours privacy and their rights to peace/quiet/safety etc as per their occupancy agreements.
Managing common areas A common living area such as the kitchen or lounge or garden area are places where residents can eat, relax, watch TV and perhaps socialise or make friends.
However, one operator commented that common areas can also increase the chance of conflict, especially if there are residents with drug/alcohol abuse problems. These areas are prone to groups of residents gathering, which can sometimes lead to excessive noise or anti-social behaviour. This operator stressed that having a manager on site can help to reduce the chances of this happening.
This operator tried having a small communal area outside in the garden, instead of an internal room for socialising. Although this helped to reduce noise impacting on other residents within the boarding house, it subsequently impacted on the neighbours. She now has restricted times for using the communal area, which has worked well.
26 27
7. Notes
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
.................................................................................................................
28
